Job Description

Patient Experience Director

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team's execution has been recognized by the venture community and we've raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study. We are looking for a Patient Experience Director to help us redefine the gold standard of the healthcare experience. The Patient Experience Director will play a critical role in our success. Reporting to the VP of Patient Care, you will own the end-to-end patient journey architecture and be crucial in unifying our Care, Product, Tech, and Marketing touchpoints; helping us ensure that our patients feel supported, informed, and empowered at every step. You'll be responsible for identifying friction in the patient funnel and executing a strategic roadmap to eliminate non-value-added time, while simultaneously architecting a vision of care that is as inspiring as it is efficient.

You've hustled, you've created, you've implemented, and you love the intensity of a startup in high-growth mode. The salary range for this role is $140,000-$170,000 depending on geography and level of experience, plus equity and an annual bonus. You're excited about this opportunity because you will...

• Own the Patient Journey Map, serving as the primary architect for every digital and human touchpoint.
• Help build a cohesive brand voice that bridges the gap between clinical care and digital product experience.
• Regularly collaborate with Senior Leadership to align patient experience strategy with organizational OKRs and KPIs.
• Identify and eliminate "non-value-added time" and friction points within the patient funnel to drive conversion.
• Dream up and deliver a world-class patient journey vision, ensuring our experience isn't just "frictionless" but is genuinely delightful and life-changing.
• Bridge silos between clinical operations and the product, tech, and marketing teams to ensure a seamless patient lifecycle.
• Drive long-term loyalty by turning complex healthcare navigation into a frictionless, intuitive, and holistic experience.

We're excited about you because You bring a rich background of patient-centric strategy and cross-functional leadership. We hope to see from you:

• Strong skills working with journey mapping tools and data-driven CX platforms.
• 10+ years of professional experience, with a significant portion in a high-growth health tech environment.
• Experience in a "three-legged stool" environment, working intimately across Operations/Patient Care, Tech/Product, and B2C Marketing/Growth.
• Track record in improving NPS and patient engagement through architectural and process changes.
• Ability to translate complex clinical workflows into simple, digestible, and engaging consumer experiences.
• Ability to operate as a high-level IC (Individual Contributor), acting as a deep domain expert who can influence without direct reports.
• Entrepreneurial and resourceful As an early member of a startup, we need people who can find creative ways to make a big impact quickly and without much direction.
• Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment.
• Passion for collaborating cross-functionally with sales, operations, client success, data, and product teams to ideate, complete projects, and drive impactful results.

Why you'll love working with us...

• We're a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today.
• You'll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum.
• We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.
• We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine.
• We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback.
• You can bring your authentic self to work every day and are encouraged to help others do the same.
• We carve out time to let go of work to celebrate our successes and have fun.
• We're a remote-first company with employees all over the United States and two office locations in San Francisco and Chicago.
• We support our employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person.
• We embrace our team's diversity of thought, experience, and interests and know that doing so makes us stronger as a company.
• Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs). Our ERGS help employees build stronger connections through social, educational, and community activities.

Other benefits: Stock option plan Flexible schedules and remote work Chicago and San Francisco offices available Self-managed vacation days, within reason Paid parental leave Health, vision, and dental insurance 401K retirement plan

About Carrum We're a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we've partnered with Fortune 500 employers and top hospitals across the nation. We've been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we're only scratching the surface of our opportunity and we're looking for incredible people like you to help us realize our full impact. Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.

Job Tags

Similar Jobs